# Senior Customer Success Manager

**Company:** [Tines](https://hotfix.jobs/companies/tines)
**Location:** Sydney, Australia
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Strategic Account Management, Solutions Consulting, Technical Account Management, SaaS, Success Planning, Customer Transformation, Organisational Change, APIs, Integrations, Automation, Artificial Intelligence, Intelligent Workflows, Executive Business Reviews, Renewals
**Posted:** 2026-07-23

> The Senior Customer Success Manager will advise enterprise customers on scaling automation and AI workflows, translating executive strategy into measurable outcomes and practical adoption. The role requires 8+ years in customer success or related post-sales leadership, executive relationship management, commercial acumen, and technical fluency in APIs and integrations.

## Job Description

## Responsibilities

- Act as a strategic advisor to senior customer stakeholders, helping organisations define, operationalise, and scale intelligent workflow, automation, and AI strategies.
- Lead consultative customer engagements focused on business transformation, workflow maturity, governance, operational efficiency, and AI adoption.
- Lead executive-level Success Planning and Verified Outcomes, translating customer objectives into measurable business outcomes and long-term strategic value.
- Partner with executive stakeholders, customer builders, Customer Success Engineers, and technical teams to connect platform capabilities with organisational priorities and measurable outcomes.
- Lead Executive Business Reviews aligning customer outcomes, product adoption, roadmap priorities, and commercial growth opportunities.
- Identify expansion opportunities across Security, IT, Engineering, Operations, and other enterprise functions.
- Partner with Sales on expansion strategies and commercial growth across strategic accounts.
- Drive complex renewals and expansion strategies through commercial acumen, executive alignment, and customer value realisation.
- Orchestrate cross-functional teams through complex customer situations, removing barriers and maintaining executive confidence.
- Work with Customer Success Engineers and customer builders to translate executive strategy into practical execution and remove technical and operational barriers.
- Help shape customer engagement strategy, customer maturity, and long-term market development across ANZ.
- Influence Customer Success evolution through customer insight, scalable engagement models, Success Planning practices, and field leadership.
- Provide customer feedback and market insight to Product and Engineering teams.
- Identify patterns, operational friction, and customer maturity gaps, influencing scalable solutions.
- Mentor and elevate peers through coaching, field leadership, and thought partnership.
- Operate autonomously in ambiguous, fast-moving environments.

## Requirements

- 8+ years of experience in Customer Success, Strategic Account Management, Solutions Consulting, Technical Account Management, or other post-sales leadership roles within SaaS or enterprise technology.
- Experience managing complex enterprise customers and building trusted executive relationships.
- Success leading executive Success Planning, customer transformation initiatives, and measurable business outcomes.
- Experience driving customer adoption, expansion, organisational change, and long-term value realisation.
- Strong consultative skills connecting technical capabilities to business strategy and operational transformation.
- Ability to move between executive strategy and hands-on customer execution.
- Ability to influence executive and technical audiences, translating between senior leaders, customer builders, and technical teams.
- Strong commercial acumen, including expansion strategies, renewals, and long-term customer growth.
- Experience in high-growth organisations and comfort with ambiguity.
- Curiosity about automation, AI, intelligent workflows, and technology-enabled organisational transformation.
- Understanding of APIs, integrations, and technical workflow concepts.
- A builder’s mindset and willingness to engage hands-on with customer challenges.

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